Q. Where can I make bookings?
A. You can make bookings through our website www.shenzhenair.com or at the airport desk or in our network office.
The cheapest way is to make bookings through our website. Extra 5% discount with online payment
Q. How far in advance can I make a booking?
A. You can book all flights from our flight timetable.
Q. How do I change my airline ticket?
A. If you would like to change the flight route, the date of the flight or the class of service, please contact Shenzhen Airlines as soon as possible. Changes will be made depending on the type of ticket that was purchased and the seat availability. According to the fare rules of the ticket, you may be charged an additional service fee for any ticket changes.
Q. How can I request a ticket refund?
A. If you would like to request a refund, it will be handled according to the terms and condition of the ticket that was purchased. Refunds can only be handled within the validity period of the ticket at the original purchase place of the ticket.
Q. Can I check in online for my flight?
A. Yes. Customers traveling on a Shenzhen Airlines may utilize online flight check-in. Online flight check-in is available up to 24 hours in advance of, but no less than 2 hours prior to your flight's scheduled departure time.
Q. Can Shenzhen Airlines ticket be held without payment?
A. All require full payment at time of booking.
Q. Do I get a booking confirmation on booking my flight?
A. After you have made a booking, you will receive a booking confirmation with your booking number by email.
Q. Do I have to pay full fare for an infant?
A. No, the passenger who least 2 years old, should purchase with 10% of normal ticket price (include first class, business class and economy class), seat is not available; if require a seat, please purchase children ticket; each adult passenger can take 2 infants, one infant is for free, exceed one infant are required to purchase children ticket for any additional infant.
Q. Can I check-in online?
A. You can check-in online, and select your seat for you; you can print your boarding pass online and are not checking bags, you may go directly to the gate.
Q．Which types of identification documents shall be presented during check-in?
A．For international and regional flights, passengers must show a passport, any necessary visas and other valid travel documents. Please be sure that these documents are carried with you and not packed in your checked baggage.
Q. What are the limitations on baggage?
A. Free Check-in Baggage:
First Class 40 kg
Business Class 30kg
Economy Class 20 kg
Free Hand Baggage:
The maximum dimensions per hand baggage: 20cm x 40cm x 55cm.
First Class 2 Pieces
Business Class 1 Piece
Economy Class 1 Piece
Q. What if my baggage exceeds the permitted limitations?
A. If your baggage exceeds the free baggage allowance, excess baggage charges will apply.
Q. What if my baggage is damaged/delayed or lost?
A. If your baggage is damaged/delayed or lost, you need to contact the Shenzhen Airlines personnel in the arrival hall and report the same.
Q. What is the age limit for the unaccompanied children service?
A. The unaccompanied children service is for children who are above the age of 5 and under the age of 12 that will be traveling without an adult (at least 18 years old with civil capability).
Q. What documents need to be provided when requesting the unaccompanied children service?
A. To apply for the unaccompanied children service, you will need to provide your passport as well as the travel documents for your child. You will also need to provide the names, addresses and contact numbers of the persons who are bringing your child to the airport and picking your child up from the destination airport so we can contact them.
Q. What documents need to be provided if my child is flying by himself/herself?
A. Your child should hold all valid travel documents including tickets, receipts and the application for the unaccompanied children service.
Q. Can the security of an online payment be ensured?
A. When you start to make a payment online, the transaction is transferred from Shenzhen Airlines’ website to the newly opened webpage of the bank. At this time, the security and technical reliability for your online payment will be ensured by the bank. You can refer to the detailed information about online payments at the official bank website.
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